DUTIES AND RESPONSIBILITIES

• Lead technical operations, act as final escalation for critical incidents, and ensure timely service restoration through advanced troubleshooting and RCA.
• Oversee service delivery, ensuring SLA/KPI compliance, effective incident and request handling, and adherence to ITIL processes including change and risk management.
• Supervise and mentor L1/L2/L3 engineers, ensure 24/7 operational readiness, and support training and skill development.
• Coordinate with internal teams and clients, provide updates during major incidents, and represent the team in meetings and escalations.
• Maintain and improve operational processes, documentation, and workflows to enhance service quality and efficiency.
• Drive continuous improvement through post-incident reviews, system enhancements, and evaluation of new technologies.

QUALIFICATIONS

Education:

• Bachelor’s degree in IT, Engineering, or related field.

Experience:

• At least 8 years of IT infrastructure experience, including 3 years in an L3 or leadership role.